About Hevo
Hevo is a No-code Data Pipeline platform powering analytics for 2000+ companies including Deliverr, Neo4J, and Groww. Backed by $42M from Sequoia India and Chiratae Ventures, we've grown 20X in customer base over two years and are entering hyper-growth with ambitious revenue targets.
About the Role
As a Customer Experience Engineering Manager, you will lead the technical support function responsible for delivering a world-class customer experience at scale. You’ll own support outcomes, drive process excellence, reduce escalations, and act as a strong bridge between Customers, Product, and Engineering. This is a high-impact leadership role in a fast-growing SaaS environment.
Key Responsibilities
Own and resolve customer issues within defined SLAs with minimal escalationsCollaborate with Product and Engineering to drive faster resolutionsDiagnose and troubleshoot issues across databases, pipelines, and integrationsCreate and maintain SOPs and knowledge-base articles to scale support qualityContinuously build expertise in JDBC, data warehouses, and ETL workflowsMentor new team members and share best practices across the team
Requirements
1 - 3 years of experience in Technical Support, Customer Engineering, or Customer Success rolesStrong knowledge of cloud technologies, databases, and SQLHands-on experience with JDBC integrations (1+ year preferred)Understanding of data warehousing, ETL concepts, REST APIs, and webhooksProficiency in Java or another object-oriented programming languageExcellent troubleshooting, debugging, and problem-diagnosis skillsExperience with support operations (email support, escalations, SLAs)Ability to create clear technical documentation (KBs/SOPs)Strong communication skills, customer-first mindset, and attention to detail